O
trabalho de supervisão
As áreas do hotel que devem ser cuidadas pela governanta são
as áreas comuns - saguões, salas de espera, corredores, escadas, elevadores,
salas de ginástica, salas de jogos, piscina, áreas da recepção, escritórios de
gerência, jardins, espaço de descanso e vestiários dos funcionários, banheiros
sociais, salões de eventos etc., os apartamentos, a rouparia central, as
capinhas de andares e a lavanderia. É preciso que fique bem claro quais as
áreas que cabe ao pessoal da governança limpar e quais são responsabilidade de
outros departamentos.
Por exemplo, a limpeza da sala de refeições dos funcionários pode caber
tanto ao Setor de Governança, quanto ao de Alimentos e Bebidas. Em alguns
hotéis, cabe ao gerente geral definir a quem compete a limpeza de áreas que
podem causar controvérsias. A Governanta Executiva ajuda nessa decisão, para
que todas as áreas do hotel sejam adequadamente limpas.
A governanta deve ter competência para treinar seus funcionários,
ensinando-lhes os procedimentos padrões do hotel onde trabalha - como arrumar
as camas, como limpar móveis e objetos, como limpar o piso, como limpar o
banheiro, como conferir e repor o minibar e outras tarefas - e verificar se
estão fazendo corretamente cada tarefa, no tempo determinado. A governanta deve
ter mecanismos para detectar os erros e imperfeições, antes que os hospedes o
façam. Para isso, normalmente, as supervisoras da governanta ficam encarregadas
de fazer a supervisão dos apartamentos prontos, munida de um check-list de
inspeção, a supervisora vai aos apartamentos que as camareiras já arrumaram e
verifica se está tudo limpo e em ordem, conforme os padrões. Assim, é possível
apontar as deficiências das camareiras e corrigi-las. É comum os gerentes
gerais avaliarem a eficácia do departamento de governanta com base nos custos
de suprimento por apartamento ocupado, na mão-de-obra e na limpeza. Pensar que
custos menores por apartamento ocupado ou menor tempo gasto na limpeza de cada
apartamento poderia trazer bons resultados é um erro. Também, o outro extremo,
ou seja, maiores custos e maior tempo não garantem a qualidade dos serviços.
The work of supervision
The areas of the hotel
to be cared for by the housekeeper are the common areas, lobbies, waiting
rooms, corridors, stairwells, elevators, exercise rooms, game rooms, swimming
pool, reception areas, management offices, gardens, relaxation space and
officials' changing rooms, bathrooms, conference rooms etc.., apartments, a
central linen, the capinhas floors and laundry. It must be clear which
areas of governance lies with the staff to clean and which are the
responsibility of other departments.
For example, cleaning the dining room staff can fit both the Sector Governance, as the Food and Beverage. In some hotels, it is the general manager to define who is responsible for cleaning areas that might cause controversy. The Executive Housekeeper help in this decision so that all the hotel areas are properly cleaned. The housekeeper should be able to train their staff, teaching lhesos standard procedures of the hotel where she works - such as making beds, how to clean furniture and objects, such as cleaning the floors, cleaning the bathroom, how to check and reset the minibar and other tasks - and make sure they are doing each job correctly, on time.The housekeeper must have mechanisms to detect errors and imperfections, before the guests do. For that, normally, the supervisors are in charge of the housekeeper to do the supervision of the apartments ready, armed with a checklist of inspection, the supervisor goes to the apartments that the maids have packed and check if everything is clean and orderly, according to the standards. Thus, it is possible to point out the shortcomings of chambermaids and correct them. It is common for general managers to assess the effectiveness of the department of governess based on supply costs per apartment occupied in hand-to-work and cleaning. Think apartment occupied by lower costs or less time spent cleaning each apartment could bring good results is a mistake. Also, the other extreme, ie, higher costs and longer does not guarantee the quality of services.
For example, cleaning the dining room staff can fit both the Sector Governance, as the Food and Beverage. In some hotels, it is the general manager to define who is responsible for cleaning areas that might cause controversy. The Executive Housekeeper help in this decision so that all the hotel areas are properly cleaned. The housekeeper should be able to train their staff, teaching lhesos standard procedures of the hotel where she works - such as making beds, how to clean furniture and objects, such as cleaning the floors, cleaning the bathroom, how to check and reset the minibar and other tasks - and make sure they are doing each job correctly, on time.The housekeeper must have mechanisms to detect errors and imperfections, before the guests do. For that, normally, the supervisors are in charge of the housekeeper to do the supervision of the apartments ready, armed with a checklist of inspection, the supervisor goes to the apartments that the maids have packed and check if everything is clean and orderly, according to the standards. Thus, it is possible to point out the shortcomings of chambermaids and correct them. It is common for general managers to assess the effectiveness of the department of governess based on supply costs per apartment occupied in hand-to-work and cleaning. Think apartment occupied by lower costs or less time spent cleaning each apartment could bring good results is a mistake. Also, the other extreme, ie, higher costs and longer does not guarantee the quality of services.
Postado por Nágylla Nayara
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